Whether you’re a longtime mystery shopper, a dabbler, or a first-timer, you’ve probably wondered how this process works in light of the coronavirus pandemic. After all, restricted occupancy, social distancing, and facial coverings are sure to make any customer experience awkward and your task as an evaluator challenging—to say the least.
As you might guess, some aspects of customer-service evaluation are about the same as they’ve always been, while other details are unique to the time we’re living in. Clients still want their people to be courteous, friendly, and helpful of course, but they may also want to know how comfortable you feel with their safety precautions (e.g. are employees frequently sanitizing surfaces, wearing protective equipment, and so on).
Let’s examine the aspects of safety and expectation that’ll impact your experience:
Safety
Inasmuch as mystery shopping companies like The Brandt Group treasure your hard work and thoughtful feedback, we want you to be safe. If you have any underlying health conditions or live with people who are at risk, or you’re uncomfortable going out at this time, then you shouldn’t participate in face-to-face assignments until your local leaders give the all. But don’t fret, there are other opportunities out there, including web and phone mystery shops that won’t require you to even leave your home.
If you do choose to mystery shop onsite, you should obey whatever your local requirements prescribe. Be mindful of facemask requirements, social distancing, and sanitization practices; this includes not handling items in the store unnecessarily. Not only is this a good practice for your own safety, but it’s an important courtesy to observe for others’ sakes. As you would reasonably expect, clients don’t want you, their employees, or their other customers to be endangered.
Expectation
Clients want your honest feedback. Whether you choose to grade on a curve in light of the pandemic, or whether you expect top-notch customer service no matter the situation, you should be true to your convictions. If you receive exceptionally great customer service, make sure you say so. If you are disappointed by an experience, you should report that too. As you would during an evaluation in any other time before the pandemic, keep careful mental notes about timing, quality, presentation, and so on.
But it is a good idea to be as polite, understanding, and accommodating to the employees you interact with as possible. That especially means in-person, but we would also suggest being tactful with your criticisms as well. There’s a big difference between expressing disappointment with a long wait, and it’s another excoriating an employee who’s doing the best he or she can. In other words, make sure your critiques are constructive, not destructive. Temper honesty with tact.
Reach Out
Interested in mystery shopping? The Brandt Group is always looking for highly motivated consumers with a keen sense for detail and a passion for quality customer service. Stop by our signup page to learn more, or feel free to call us at 406–586–3036.
Or do you happen to represent a business in need of a mystery shopping program? Want to know more about how this works? We’d love to hear from you on our contact page, or at the same phone number above.
